NVQ/QCF Diploma In Customer Service Level 3

2. Diploma in Customer
Service
Level 3
Who would benefit from this qualification?
What does the qualification cover?
Mandatory units Optional Units - Delivery (selection only)
• Demonstrate understanding of customer • Do your job in a customer-friendly way (5)
service • Deliver reliable customer service (5)
• Demonstrate understanding of the rules that • Improve the customer relationship (7)
impact on improvements in customer service
Optional Units - Development & Im- Optional Units - Impression & Image (selection
provement (selection only) only)
• Develop customers relationships (6) • Champion customer service (10)
• Support customer service improvements (5) • Build a customer service knowledge set (7)
• Promote continuous improvement (7) • Process information about customers (5)
• Lead a team to improve customer service (7) • Go the extra mile in customer service (6)
Optional Units - Handling problems
Course Overview
• Process customer service complaints (6)
• Resolve customer service problems (6) Qualification: Certificate
• Deliver customer service to difficult customers Credits: 30+
(6) Duration: 6—24 months
• Monitor and solve customer service problems Learning: Workplace
(6) Assessment: Assessor
For more information contact Pathway Group on 0800 955 0870 or 0121 707 0550
or visit www.pathwaygroup.co.uk